I can’t view the CCTV on a mobile device

If you are unable to view your CCTV on your mobile device, the problem will be related to your Internet Router (WiFi) not sending an internet connection to your CCTV Recorder (DVR / NVR). There could be several reasons why this exists, so please identify the app you are using from the list below first.

iVMS-4500
If your system was installed before January 2017, then you should be using the ‘iVMS-4500‘ app to view your CCTV, unless you were migrated to the ‘Hik-Connect’ app during a CCTV Service Visit.

If you were using iVMS-4500 and you have reset, upgraded or changed your router then your system and app needs to be upgraded as Hikvision has ceased support for the iVMS-4500 app.

Hik-Connect
If your system was installed after January 2017, then you should be using the ‘Hik-Connect‘ app to view your CCTV then please read on.

Troubleshooting.
To troubleshoot your problem, please try the following steps first.

a) My CCTV is hardwired to the internet router.

  1. Check the internet connection is actually working at home / businesses first.
  2. Reboot your router (BT, Sky, Virgin, etc) – this means physically unplugging the power for 30 seconds, then turning it back on again.
  3. Reboot your CCTV correctly, as per your Quick User Guide and tutorial given on the day of installation.
  4. Refresh your app by dragging down with your finger the camera list view.
  5. If you checked all of the above and are confident the issue it not with your internet, then please contact our support via email and log a ticket.

OR

b) My CCTV is using TP Link Power Line Adapters (Illustrated below)

  1. Check the internet connection is actually working at home / businesses first.
  2. Ensure that the adapters are displaying three green lights on them. If the adapters display two or less lights the connection will not work. This usually happens during a power surge or spike. To rectify this, you will need to turn off the TP Link Plug from the mains switch, count to five – then turn it back on. You should then see three green lights on the plugs, thus restoring the internet connection to your CCTV.
  3. Reboot your router (BT, Sky, Virgin, etc) – this means physically unplugging the power for 30 seconds, then turning it back on again.
  4. Reboot your CCTV correctly, as per your Quick User Guide and tutorial given on the day of installation.
  5. Refresh your app by dragging down with your finger the camera list view.
  6. If you checked all of the above and are confident the issue it not with your internet, then please contact our support via email and log a ticket.

Please ensure you have followed ALL of the above troubleshooting procedures before contacting us.

TP Link Powerline Adapters